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All Journal Siber Journal of Transportation and Logistics
Annisa Ahlush Shuffah
Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Determinants of Purchase Intent in The Freight Forwarding Sector in Jakarta Annisa Ahlush Shuffah; Harry Purwoko; Prasadja Ricardianto; Nelmida Nelmida; Olfebri Olfebri
Siber Journal of Transportation and Logistics Vol. 4 No. 3 (2026): (SJTL) Siber Journal of Transportation and Logistics (October - December 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i3.1242

Abstract

The increasing competition in the freight forwarding industry requires companies to improve Logistics Service Quality to build Customer Trust and encourage customers to use freight forwarding services. This study aims to analyze the effect of the dimensions of Logistics Service Quality on Purchase Intention through Customer Trust in the freight forwarding sector in Jakarta. A quantitative approach was employed by distributing questionnaires to 240 respondents selected through purposive sampling. The data were analyzed using the Partial Least Squares Structural Equation Modeling method with SmartPLS 4 software. The results show that only the Reliability dimension has a positive and significant effect on Customer Trust, while Efficiency, Fulfillment, Responsiveness, Security, and Return do not significantly affect Customer Trust. Furthermore, Customer Trust has a positive and significant effect on Purchase Intention and significantly mediates only the relationship between Reliability and Purchase Intention. The study concludes that service reliability is the most important factor in strengthening Customer Trust and increasing customers' intention to use freight forwarding services.
Co-Authors Nelmida Nelmida Olfebri Prasadja Ricardianto Purwoko, Harry